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Message Concierge-Led A Guide for AssociatesKiosk RegistrationKiosk Registration
Click directly on the section you'd like to read, ortab through the booklet page by page! To return to this Table of Contents, click on the in the corner of each page.All About the ProgramBenefits of Kiosk Registration for PatientsAssociate Benefits of Kiosk RegistrationWorkflow for Kiosk RegistrationRequired Roles + ResponsibilitiesTraining + EducationDelivering an Exceptional ExperienceTableof Contentsof ContentsSuccessful Program RolloutContact Information
Many hospitals are adopting kiosk systems integratedwith a concierge model to transform the patientexperience and streamline front-end operations. Byimplementing these digital touchpoints, we cansignificantly reduce patient wait times, enhancecheck-in efficiency, and provide personalizedassistance that meets patients where they are, bothphysically and emotionally.This approach allows you, as a registrar, to shift frompurely administrative roles to a more customerservice-oriented focus, fostering meaningfulinteractions and ensuring patients feel welcomed andsupported from the moment they arrive. Ultimately,this model modernizes hospital workflows andreinforces our culture of empathy, accessibility, andpatient-centered care.As an associate, your role is evolving from behind-the-desk tasks to becoming a central figure in the patientjourney. You will be the first point of contact,welcoming, guiding, and personalizing the experiencefor each patient. This new model supports:All aboutthe Programthe ProgramOffering a VIP-style welcome to everypatientEmpowering patients to choose theirpreferred check-in methodSeamlessly integrating technology withyour supportEnhancing registration accuracy andreducing wait times
Benefitsof Kiosk Registrationof Kiosk RegistrationFor PatientsThe concierge model uses the AIDET+ framework to provide a warm, personalized welcome, addressing patientsby name and offering proactive assistance. Patients can choose between a kiosk and human check-in, ensuringthey feel valued and reducing anxiety.Personalized and Welcoming ExperienceKiosks streamline check-in, reducing times from 5–10 minutes to 1–2 minutes. Concierges manage flow to preventbottlenecks, improving convenience and reducing frustration.Reduced Wait TimesKiosks offer accessibility options like screen readers, large fonts, multilingual support, and adjustableheights. Concierges assist those with impairments or tech discomfort, while human check-in remainsavailable, ensuring equitable access for all patients.Improved Accessibility and EquityKiosks comply with HIPAA regulations and use encryption, secure data transmission, and auto-logout features.Concierges educate patients on these safeguards, increasing trust in data protection.Enhanced Privacy and Security
We understand that the introduction of the new kiosk/concierge model may raise questions or concerns about what this means for your roles.We want to address these concerns directly: your positions are not at risk, and your contributions remain vital to our mission of deliveringexceptional patient care. The kiosk/concierge model is designed to enhance, not replace, your work. Here’s how this change strengthens yourrole and our team:AssociateBenefits of KioskBenefits of KioskRegistrationRegistrationElevated Role as PatientExperience LeadersFar from eliminating positions,you’ll be at the forefront of thepatient journey, welcomingpatients by name, guiding themthrough check-in (whether atkiosks or in person), andproviding personalized support.This shift makes your work moremeaningful, as you focus oncreating a warm, VIP-styleexperience for every patient.Reduced Clerical Burden,More Care FocusKiosks perform routine taskslike demographic verificationand insurance scanning,reducing manual data entryerrors by up to 20%. This allowsyou to concentrate on assistingpatients with wayfinding,answering questions, andaddressing unique needs, suchas those with visionimpairments or languagebarriers, while your expertiseand empathy remain essential.ComprehensiveTraining and SupportTo ensure your success, we’reproviding hands-on training onkiosk operations,troubleshooting, scripting, andpatient-centeredcommunication, along withongoing support through dailyhuddles and a resource hub.This equips you to thrive in yourexpanded role, buildingconfidence and reinforcing yourvalue to our team.A Unified Team EffortThe kiosks are tools to supportyou, not replacements. Theystreamline processes so youcan dedicate more time tomeaningful patient interactionsand complex tasks likeinsurance resolution. Your roleas a concierge is central tomaking patients feel valued andsupported, something notechnology can replicate.Click here for ashort video!
Patient ArrivesConcierge GreetingCheck-inPreferenceDeterminedGuide Patient to KioskGuide to RegistrarSelf-Service withConceirge Assistanceas NeededStandard Check-inProcessCheck-inComplete!Workflowfor Kiosk Registrationfor Kiosk RegistrationKioskRegistrarThis straightforward workflow enhances patient satisfaction while reducingregistration wait times.
RequiredRoles +Roles +ResponsibilitiesResponsibilitiesConceirge Registrar Super UserStrengths for SuccessWarm, empathetic, and patient-focusedStrong interpersonal and communication skillsTech-savvy and capable of guiding othersProactive, observant, and anticipatory of patientneedsCalm under pressure with de-escalation skillsKey ResponsibilitiesGreet patients warmly using the AIDET+frameworkGuide patients to appropriate kiosks or registrarsAssist with kiosk functions like demographicverification and paymentsMonitor lobby environment for cleanliness andcomfortResolve issues and escalate complex needs toregistrarsPromote and educate patients on kiosk benefitsStrengths for SuccessDetail-oriented and accurate with informationExperienced in patient registration and insuranceworkflowsClear communicator and problem-solverAdaptable and open to evolving responsibilitiesEmpathetic, understanding patientcommunicationKey ResponsibilitiesComplete check-ins for patients who prefer orrequire human interaction Handle complex registration needs, insuranceresolution, and exceptions Support concierge staff by taking over escalatedcasesMaintain data accuracy and ensure compliancewith HIPAA standardsStrengths for SuccessConfident using technology and learning newsystemsNatural coach and team supporterTrusted by peers and approachableEnthusiastic about helping others succeedKey ResponsibilitiesServe as a go-to resource for kiosk workflowsand concierge processes Provide on-the-floor support during and afterrolloutHelp train and onboard new staff using eLearningmodules and hands-on sessionsGather feedback and help refine workflows andtraining materialsAct as a liaison between frontline staff andleadership during implementation
Training+ Education+ EducationStuff that the Epic Team will provideWelcome Kiosk Epic TrainingGuiding Patients to KiosksGuiding patients to the kiosks and determining their needs is key to streamlining the process. Guiding Patients to KiosksNavigating Technical DifficultiesA Concierge must be adept at swiftly resolving technical problems and recognizing when it'sappropriate to refer a patient to a registrar.Navigating Technical DifficultiesManaging the Lobby EnvironmentCreating a welcoming and organized lobby environment is crucial for a positive patientexperience. Team members should focus on both patient interaction and environmentalmanagement. Managing the Lobby EnvironmentWaiting Area Best PracticesClick on the linkedresources below forin-depth instruction!
Delivering anExceptional ExperienceExceptional ExperienceService Excellence TipsEach patient should be treated like a very important person. Emphasizing personalized serviceand paying attention to details will significantly improve their overall experience.Service Excellence TipsWait Time ManagementWait time ranks as the leading cause of patient dissatisfaction. To improve how patients perceivetheir experience, there are several strategies we can implement and communicate effectively.Wait Time ManagementDe-Escalating Patient Confusion + FrustrationChange can be challenging for everyone, including patients. Offering support and maintaining a calmdemeanor can be immensely beneficial when someone is facing difficulties with a new process.De-Excalation Stratagies + ScriptingClick on the linkedresources below forin-depth instruction!Applying AIDETUtilizing the AIDET framework for patient interactions ensures that you deliver a VIP experience.Utilizing AIDETAIDET Video
SuccessfulProgram RolloutProgram RolloutAll new programs necessitate a method for assessing success.These metrics will be monitored regularly to evaluate the progressachieved.How success will be measured:Kiosk adoption ratesMyChart check-in ratesPatient satisfaction scoresAverage check-in time reductionWe’re thrilled about the possibilities this modeloffers to elevate patient care and enrich yourprofessional experience. If you encounter anygaps or obstacles, please communicate themto a designated Super User or your immediateleader. This will aid in streamlining the processand enable us to proactively tackle potentialpatient concerns related to the program.Together, we will ensure a successful transition,making certain that every patient feels valuedand every associate is appreciated.We want yourfeedback!
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